Privacy Policy

Updated: June 2018

At Age UK Norfolk we are committed to protecting your personal data and handling it responsibly. As such, we have updated our Privacy Policy to explain how we manage your data.  The privacy statement to you below should be read in conjunction with our Privacy Policy.

Our full Privacy Policy can be downloaded from our website. If you would like a paper copy, please ask one of our staff and we will be happy to provide one to you. 


Why are we providing this privacy statement to you?

Under the General Data Protection Regulation and Data Protection Act 2018, we are required to explain to users of our services why we collect information about you, how we intend to use that information, and whether we will share this information with anyone else.

It is important that you read this statement so that you know how and why we use information about you. It is also important that you inform us of any changes to your personal information so that the information which we hold about you is accurate and up to date.

This is part of our ongoing commitment to be transparent about how we use your personal data and keep it safe.


Who are we?

Age UK Norfolk is, the operating name of Age Concern Norfolk, a company limited by guarantee company number 03783205, registered charity number 1077097, and referred to hereafter as “Age UK Norfolk”.

We are a local independent Norfolk charity and have 70 years’ experience of providing essential services to older people across the county of Norfolk.

Age UK Norfolk is a “data controller” for the information which we hold about you. This means that we are responsible for deciding how we hold and use the personal information which we hold about you.


Why do we need to collect your information?

We ask for information about you so that we can make sure we offer you the best care, protection and support.

We only collect information about you which is relevant to the service that we provide to you.


How we collect your information

The information which we collect about you will be obtained through a variety of sources which include:

  • from you directly either by telephone, when we visit you at home or when you visit us at our office;
  • from your friends and relatives who provide us with information about you; and
  • from anyone who has the authority to act on your behalf such as a power of attorney or deputy.


How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. for insurance, health/safety and tax/accounting purposes).

We review our retention periods on a regular basis.


Special categories of personal information

The special categories of personal data about you which we may collect include:

  1. Information about your health including
    • any disabilities or special requirements you may have;
    • details of your support and care needs; and
    • records required to keep you safe and to enable us to provide you with a good quality service, like records of the information, advice and support that we provide to you.
  2. Information about your finances if we are advising you about receiving or paying for care.


Who has access to your information?

We may disclose your information with relevant third parties where we have a lawful basis for doing so.  These third parties may include, statutory bodies concerned with the regulation of your care, safeguarding agencies and the local authority social services.

Where it is lawful to do so, we may share your personal information with any individual who has authority to act on your behalf such as those granted power of attorney.


Keeping your information safe

When you give us personal information, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.


Your Rights

Under UK data protection law, you have certain rights over the personal information that we hold about you. For a full list of your rights please see our Privacy Policy.

Your rights include:

  • Right of access – you have a right to request access to the personal data that we hold about you and the right to request a copy of the information.
  • Right to have your inaccurate personal information corrected
  • Right to restrict use – you have a right to ask us to restrict the processing of some or all of your personal information if there is a disagreement about its accuracy or we’re not lawfully allowed to use it.

Please note that exceptions apply to a number of these rights, and not all rights will be applicable in all circumstances. For more details we recommend you consult the guidance published by the UK’s Information Commissioner’s Office,


Lawful processing of your personal information

Data protection law requires us to rely on one or more lawful grounds to process your personal information.  These are specific consent, performance of a contract, legal obligation, vital interests and legitimate interests.  Our Privacy Policy provides an explanation of these grounds.


If you would like to know more about your information please ask a member of our staff, who will be happy to help you.